Head: Smart Shopper CRM and Loyalty

Posted 11 months ago

Job Title            Head: Smart Shopper CRM and Loyalty

Job Type Classification  Permanent

Division / Region           Marketing

Department       Loyalty Marketing

Location – Town / City    Kenilworth Cape Town

Location – Province        Western Cape

Location – Country         South Africa

Job Advert Summary     This exciting leadership opportunity exists in our Marketing Division based at our Kenilworth Offices in Cape Town. The successful incumbent will be responsible for the strategy, development and execution of Smart Shopper Loyalty marketing and CRM initiatives to optimize acquisition, retention, win-back, personalization and promotional strategies. Strategic leadership of the Pick n Pay Loyalty program.

Minimum Requirements  Bcom Marketing or equivalent

+5 years experience in Digital Loyalty program, and brand management, and Customer retention.

Well versed in CRM and Loyalty Marketing KPIs.

Experience with Look-Alike Customer Modeling strategy development and execution highly required

Strong ability to manage simultaneous project streams.

Strong Customer Foresight and Insight knowledge

Duties & Responsibilities           As a core strategic driver, the incumbent duties will be but not limited to:

Oversee the development, execution and analysis of Loyalty campaigns, including offer management and communication, customer segmentation, behavior-based, triggered messaging and performance analysis.

Analyze customer data, defining actionable segments and creating targeted lifetime value/customer life-cycle engagement campaigns and programs.

Use data-backed measurement and analysis to constantly test, refine and scale campaigns.

Partner with digital counterparts to develop digital communication to convert and retain qualified customers through social networks and online platforms.

Work closely with marketing colleagues to integrate Loyalty seamlessly into a single cohesive marketing and activation calendar.

Identify usability and feature enhancements to Smart Shopper Rewards consumer touchpoints.

Integrate with Store Operations to vet and communicate Loyalty programs and offers, providing business and customer relationship rationale and ROI expectations.

Monitor competitor CRM and Loyalty programs, testing and adopting best practices to continuously improve program performance and value.

Lead and Manage the business’s day-to-day consumer relations protocols, their refinement, CRM segmentation, onsite personalisation, product recommendation programs and platforms.

Manage key vendor relationship and databases, in formulating strategies, execution, asset deliverable management and multi-channel management.

Overseeing the creation of models against lifetime value, retention, churn, loyalty, and advocacy programs.

Competencies   Strategic Thinker



Commercially astute



Change manager

Adaptable, analytical thinker who can work both strategically as well as in a hands-on/executional capacity.

Self-motivated and independent, with the ability to influence others without direct management

Excellent oral and written presentation skills.

Thrives in fast-paced, evolving company environment.

Innovative thinker who looks beyond immediate competitive set for inspiration and ideas.

Strong leadership skills and ability to manage and drive performance in direct team and indirect

Additional Information     Strong Customer Foresight and Insight

Ability to turn a loyalty program into a profitable business tool

Hands-on experience working with CRM tool.